CSM Walk-up Experience dashboard
Summarize
Summary of CSM Walk-up Experience dashboard
The CSM Walk-up Experience dashboard, available in the Xanadu release, provides service managers with key metrics to monitor walk-up interaction performance. It allows for easy visualization of data related to agent performance and service locations. Access the dashboard through All > Platform Analytics > Library > Dashboards, and interact with the reports for detailed insights.
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Key Features
- Dashboard Access: Requires user roles such as Customer Service Administrator, Walk-up Experience Administrator, and Walk-up Experience Manager.
- Data Visualizations: Includes various metrics such as completed walk-ups, customer satisfaction (CSAT) scores, interactions by location, and service times.
- Export Options: Graphs can be saved as PNG or JPEG files for reporting purposes, and can be refreshed for updated data.
Key Outcomes
By utilizing the CSM Walk-up Experience dashboard, service managers can effectively track performance indicators, enhance customer satisfaction through real-time data, and improve service delivery by identifying trends in walk-up interactions. This tool enables better decision-making and resource allocation within service operations.
As a service manager you can see key metric reports for walk-up interactions which helps in monitoring the performance of agents and service locations.
| End user and goal | Required role |
|---|---|
| Customer service administrator: Can edit the dashboard and manage users, groups, and roles for the dashboard. | admin |
| Walk-up Experience administrator: Can view the dashboard and manage users, groups, and roles for the dashboard. | sn_csm_walkup.walkup_admin |
| Walk-up Experience manager: Can track the number of walk-ups, walk-up interactions with cases, average service and wait time and so on. | sn_csm_walkup.walkup_manager |
Data visualizations
| Title | Type | Description |
|---|---|---|
| Completed Walk-ups for the Quarter |  |
Total number of records created during the fiscal business quarter. Volume shown as a single score. |
| Exit Survey CSAT for this Year |  |
Speedometer showing the average customer satisfaction sentiment (1 to 3) during the exit survey for the current calendar year. |
| Overall CSAT within Last Year | |
Speedometer showing the average customer satisfaction sentiment (1 to 5) captured by the email survey within the last year (364 days from current date). |
| Walk-ups by Location within Last Year |  |
Total number of walk-up interactions, by location within the last year (364 days from current date). Volume shown as a spline distributed by month. |
| Walk-up Interactions with Cases by Location within Last Year |  |
Total number of walk-up cases, by location within the last year (364 days from current date). Volume shown as a spline distributed by month. |
| Walk-up Reasons by Location within Last Year |  |
Reasons for visiting the walk-up queue, by location within the last year (364 days from current date). Data shown as a bar chart. |
| Walk-ups by Day of the Week | |
Total number of walk-up interactions per day during the course of a week, by location. Data shown as a bar chart. |
| Walk-ups by Hour | |
Total number of walk-up interactions, by hour and by location. Data shown as a bar chart. |
| Average Service Time by Location | |
Average time it takes to close an interaction, by location. Time average shown as a spline by month. |
| Average Wait Time by Location | |
Average time a walk-up guest waits for service, by location. Data shown as a bar chart. |